Ärendehantering för en IT-avdelning genom automatisk kategorisering

Sammanfattning

Ticket management is a process that is used within IT companies and departments in order to identify and resolve problems while minimizing their impact on business operations. The IT Center of Ludvika Municipality currently uses TOPdesk’s cloud-based software in order to manage and assign tickets, but lacks integration with the TOPdesk API. This limits the ability to categorize tickets, export ticket data and access relevant ticket statistics. The aim of this thesis is to explore potential areas for improvement in the IT Center’s current ticket management system. To achieve this goal, a prototype system that integrates the TOPdesk API has been implemented. The system was developed through an iterative process with continuous feedback from the IT Center. The result of the thesis is an extension of the IT Center’s current ticket management system that fulfills the pre-established requirements. The system automatically categorizes tickets based on their descriptions, after which tickets can be sorted by their respective category. Additionally this enables the IT Center to view relevant statistics regarding submitted and completed tickets, as well as the opportunity to export ticket data to CSV format to facilitate data management in other software applications.